New Patient Ambassador

Florida Urology Partners LLP•Tampa, FL

22d

About The Position

The New Patient Ambassador is part of the Clinical Operations Division and reports directly to the New Patient Ambassador Manager. This role serves as an initial point of contact for patients and their families or caregivers, with a strong focus on customer service and collaboration with Florida Urology Partners practice locations. The role handles incoming calls through the main line for new and established patients, as well as appointment inquiries submitted through the organization’s website and other referral platforms. The ambassador schedules, cancels, and reschedules appointments and directs patients or caregivers to appropriate personnel when needed. Depending on the needs of each office, the role may also handle prior authorizations and insurance verification before new-patient appointments. The ambassador ensures that relevant prior medical records, labs, and images are received and uploaded to the patient’s chart before the first appointment, and advises patients or caregivers about first-appointment needs such as copays, coinsurance, insurance information, and records to bring.

Requirements

High school diploma or equivalent.
Fluent in Spanish.
At least one year of medical office experience.
At least one year of call center experience.
Experience with electronic medical records, specifically EPIC and ECW; the role will primarily use Epic.
Proficiency with Microsoft Office, including Excel, Word, and PowerPoint.
High levels of professionalism and customer service, and the ability to exemplify the organization’s core values.
Computer literacy.

Nice To Haves

Fluent in English.

Responsibilities

Schedule new and existing patients as assigned with the appropriate provider.
Facilitate prior authorization for in-office encounters as directed by the office or provider.
Document all patient inquiries in the secured repository.
Document all patient encounters in the electronic medical record (EPIC and ECW).
Communicate with identified office points of contact as required to successfully book appointments.
Communicate potential scheduling or authorization issues, reschedules, and other issues to the Front Desk Supervisor or Practice Manager.
Handle incoming calls from new and established patients and inquiries submitted through the organization’s website and other referral platforms.
Schedule, cancel, and reschedule appointments, and direct patients or caregivers to appropriate personnel when needed.
Depending on office preference, perform prior authorizations and insurance verifications before scheduling new-patient appointments.
Ensure previous medical records, labs, and images have been received and uploaded to the patient’s chart before the first appointment.
Explain first-appointment requirements to patients or caregivers, including copays, coinsurance, insurance information, and records to bring.